Guest Relation Officer

Dusit Princess Moonrise Phu Quoc is currently operate 108 resort style hotel rooms. Our vision is a Thai-inspired contemporary 4+ star resort, offering an upscale product combined with outstanding and individual services to our guests.

PRIMARY RESPONSIBILITIES:

• Guest Relation Officer should standby at all time in the lobby.

• The Guest Relation Officer’s main responsibility is to warmly welcome (& farewell) all the guests arriving at the hotel, escort them from the main door to the Front Desk & from the Front Desk to their room.

• The Guest Relation Officer’s escort the guests to his room, and introduces the hotel, and room facilities.

• For all Guests expected to arrive with a limousine booking, the Guest Relation Officer will welcome him at the hotel front door by name in order to personalize the service.

• All repeat guests are welcome by name by the Guest Relation Officer at the entrance and escorted to the Front Desk, Dusit Club or straight to their room for check in.

• The Guest Relation Officer will ensure the neatness and cleanliness of the lobby area at all times.

• The Guest Relation Officer is pro-active in assisting the guests in the lobby as needed as long as she can handle the request directly. If not, the Guest Relation Officer will escort the guest to the counter concerned & ensure that the guest is satisfied with the service provided.

• In the event of delayed check in (room not yet ready upon check in), the Guest Relation Officer takes over from the Front Desk, escort the guest to the appropriate Outlet & offer the appropriate service to the guest (drink, breakfast…). The Guest Relation Officer will then keep the records of “Guest waiting for rooms” with the breakdown of consumptions, follow up with Front Desk Supervisor the room status & revert to the guest.

• In the event that Front Desk engages with others, The Guest Relation Officer is able to process check in and check out including cashier works.

• The Guest Relation Officer will be looking after special Guest Treatments such as Repeat Guests, honeymooners, anniversary, guest’s birthdays, A Club card holders… as per procedure established.

• The Guest Relation Officer has the responsibility to collect some guest feedbacks in order in the lobby when she has the opportunity, and will as well update all the Guest Comments in the Opera Guest History.

• Privacy: The Guest Relation Manager will be attentive to respect the privacy/confidentiality of the information, or guest names available. He/she will ensure not to transmit any guest name, or guest history information.